Job Description The Service Desk Analyst - North America Support role is to provide first level support through taking calls and handling incidents and requests using the ServiceNow IT Service Management system. The position is responsible for providing effective phone and email support to customers who are experiencing software or hardware related issues. The Service Desk Analyst must build strong reporting relationships with second and third tier IT support teams as well as other GM Financial business units and outside vendors. Responsibilities Provide timely, first call resolution to technical support issues while following company standards. Identify, repair, and resolve any pc hardware or software failures within the GM Financial enterprise. Escalate incidents to Senior Service Desk Analysts or third tier support. Provide accurate and updated information on incidents assigned to the Service Desk until the reported incidents are resolved. Maintain a high degree of customer service for all support requests. Record support incidents and requests in our ServiceNow service management system, monitor and manage the Service Desk ticket queue and document solutions using our knowledge management system. Participate in coordinating messages sent on behalf of the Service Desk pertaining to unplanned service disruptions and show initiative by offering suggestions for improvement of service delivery (i.e. reduce downtime, improve response time, process improvement). Perform special projects as assigned/required. Maintain updated knowledge on computer hardware and software. Report to work as scheduled. Work well with others. Perform other duties as assigned. Qualifications Bachelor's degree in an IT related field (Completed degree is a must and will be evaluated during interviews). Capable of working under a flexible schedule including extended business hours, weekends and holidays (This role supports North America so flexibility on national holidays may be required). Proficient in English (capable of business conversations). Ability to correct PC related problems in a timely manner. Basic knowledge of networking concepts including TCP/IP, Subnetting, Routing, DHCP, and DNS. Basic knowledge of operating systems, applications and associated hardware (e.g., Windows Desktop OSs, Windows Server OSs, OS/, UNIX/Linux). Knowledge of PC hardware and software. Support-level knowledge of the Windows desktop Operating Systems. Ability to accept change and to adapt to shifting organizational challenges and priorities. Ability to analyze problems, correlate data from multiple sources and communicate pertinent information to the appropriate support teams. Ability to evaluate problems and issues quickly, and to make recommendations for courses of action. Ability to manage multiple tasks at one time while remaining cool under pressure. Analytical and troubleshooting skills. Excellent analytical and troubleshooting skills. Interpersonal, verbal and written skills. Strong interpersonal, verbal and written skills. GM Financial is an Equal Opportunity Employer. We do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, gender expression, veteran status, disability, or any other that undermines human dignity and aims to nullify or impair people´s rights and freedoms. #J-18808-Ljbffr